Experienced Customer Support Partner - Fintech Operations Specialist
Join arenaflex, a pioneering fintech company, on a mission to revolutionize salary payments to migrant workers. As an Experienced Customer Support Partner - Fintech Operations Specialist, you will play a pivotal role in shaping our Customer Support and Operations landscape, empowering the lives of millions.
About the Opportunity
Are you ready to embark on a thrilling journey with arenaflex? We're seeking a passionate and experienced Customer Support Partner to join our dynamic Operations team. As we soar into the realm of cutting-edge fintech, you'll have the opportunity to work with a talented team of innovators, shaping the future of financial services. Since we are an early-stage company, you will need to be comfortable with change as well as be willing to bring new ideas to the table. Join us and become part of our journey to empower the lives of millions!
What You Can Expect
As an Experienced Customer Support Partner - Fintech Operations Specialist, you will be responsible for:
- Being the Voice of our customers: Act as a key representative of arenaflex, addressing complex product enquiries and technical issues that go beyond the scope of Tier 1 support. Engage with both B2C and B2B customers, adapting support approaches to meet the unique needs of each user. Collaborate with the Operations Lead to enhance customer-focused processes, ensuring our service consistently sets industry standards.
- Solving complex issues: Take ownership of resolving support tasks, including bank transfer discrepancies, card transaction concerns, dispute resolution, and escalated support cases.
- Supporting card logistics operations: Work alongside the Lead of Operations to streamline and execute the card distribution process, maintaining high standards of accuracy and efficiency.
- Forging Partnerships: Liaise with our BPO support teams and external banking partners to resolve transaction-related issues and technical faults promptly, ensuring smooth and reliable customer experiences.
- Fueling Innovation: Channel customer feedback directly to our product team, influencing the evolution of our revolutionary offerings.
- Growth: There are opportunities to grow into various roles within the Operations team depending on your background, interests, and career goals.
- Diverse team: In our open team environment, we encourage everyone to be who they are.
What You Bring Along
To succeed in this role, you will need to bring the following:
3+ years of customer support experience
, ideally within fintech, banking, or SaaS. While experience in financial services is preferred, we’re open to candidates with strong customer support backgrounds from other industries. This role also offers opportunities to grow within our operations team, making it a great fit for someone looking to broaden their career path.
Familiarity with financial products
such as digital wallets, investments, payments, or lending platforms is desirable but not mandatory.
Experience with CRM tools
(e.g., Zendesk, Jira, Intercom).
Strong communication skills
(written and verbal), with the ability to explain complex financial concepts simply.
Empathetic, patient, and solution-oriented approach to problem-solving
.
High attention to detail
and accuracy, especially in financial or regulatory matters.
Ability to handle sensitive data
with discretion and in line with compliance standards.
Comfortable with troubleshooting user issues
on web and mobile platforms.
Knowledge of KYC, AML, GDPR, complaints and compliance basics
is desirable.
Understanding of fraud prevention measures
and how to spot suspicious activity is desired.
Bachelor’s degree preferred
, ideally in business, social sciences, or a related field (not always required if experience is strong).
English
is the primary language used in our operations, and proficiency in German is not necessary for this role.
Why Join arenaflex?
* Opportunity to work in a company with direct social impact: arenaflex is committed to revolutionizing salary payments to migrant workers, making a tangible difference in people's lives.
- Attractive compensation & stock options: We offer competitive salaries and stock options to ensure our team members are rewarded for their hard work and dedication.
- Open & International environment: arenaflex is a global company with a diverse team, and we encourage everyone to be who they are.
- Fantastic locations in the heart of Berlin & London: Our offices are located in the heart of Berlin and London, offering a unique blend of culture, history, and innovation.
- Flexible WFH policy: We believe in work-life balance and offer flexible working arrangements to ensure our team members can work from anywhere.
- Regular team events: We regularly host team events, workshops, and social activities to foster a sense of community and connection among our team members.
- Free lunch at the office in Berlin: We believe in taking care of our team members and offer free lunch at our Berlin office.
- Latest equipment: We provide the latest equipment and tools to ensure our team members have everything they need to succeed.
About arenaflex
arenaflex is a pioneering fintech company on a mission to revolutionize salary payments to migrant workers. Founded in 2021 by MIT graduates Justus Schmueser and Sasha Makarovych, arenaflex aims to bring fintech, low margins, and transparent FX to industries riddled with opaque mark-ups, kickbacks, and physical cash transactions. Backed by renowned VCs Addition and Atlantic Labs, arenaflex has raised more than $39 million since 2021 and is committed to expanding across industries and accelerating product development. If you're passionate about fintech, customer support, and making a difference in people's lives, we encourage you to apply for this exciting opportunity. Join arenaflex and become part of our journey to empower the lives of millions! Apply for this job